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Question
In the context of the net promoter score (NPS), which of the following is a difference between promoters and detractors?
a. Unlike promoters, detractors are customers who are associated with scores of 7 or 8.
b. Unlike promoters, detractors are satisfied customers who may switch to competitors.
c. Unlike promoters, detractors defect at higher rates.
d. Unlike promoters, detractors are less price sensitive.
Answer
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Related questions
Q:
In the context of the triple bottom line _____ sustainability measures include corporate ethics and governance.
a. environmental
b. social
c. economic
d. political
Q:
Which of the following statements is true of sustainability?
a. Sustainability practices lead to better public perception.
b. Sustainability practices are limited to service-providing firms.
c. The use of sustainable technology reduces short-term operational costs.
d. The application of sustainable technology is limited to the agriculture industry.
Q:
Which of the following statements is true of goods-producing processes?
a. They use employees as a substitute for physical inventory.
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c. They require more flexibility and adaptation to special circumstances than service processes.
d. They are mechanistic and controllable because of the lack of customer participation.
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a. The cooling provided by an air conditioner
b. The customer service hotline of an electronics company
c. A pen drive given along with a laptop
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Q:
_____ management is defined as the science and art of ensuring that goods and services are created and delivered successfully to customers.
a. Operations
b. Communications
c. Network
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Q:
Which of the following statements is true of goods?
a. Goods-producing industries rely on machines and hard technology to perform work.
b. Goods-producing employees require stronger behavioral skills than physical skills.
c. The demand for goods is more difficult to predict than the demand for services.
d. Durable goods are those that are no longer useful once they are used.
Q:
Which of the following statements is true of service facilities?
a. They need to be in close proximity to customers.
b. They store their services as physical inventory.
c. They require employees with stronger technical skills than behavioral skills.
d. They rely more on hard technology than soft technology to perform work.
Q:
A _____ good is one that is no longer useful once it's used, or lasts for less than three years.
a. heavy-duty
b. nondurable
c. hard
d. slow-moving consumer
Q:
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a. True
b. False
Q:
The higher the customer participation in service processes, the more certainty a firm has with respect to service time and capacity.
a. True
b. False
Q:
Which of the following is true of the lot-for-lot (LFL) rule?
a. It minimizes the costs associated with production setups.
b. It ignores the costs associated with purchase orders.
c. It maximizes the amount of inventory that needs to be carried.
d. It masks the true nature of dependent demand.
Q:
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a. 100
b. 150
c. 200
d. 250
Q:
_____ refers to moving work from one workstation to another, assigning people to tasks, setting priorities for jobs, scheduling equipment, and controlling processes.
a. Aggregate planning
b. Disaggregation
c. Capacity planning
d. Execution
Q:
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a. Aggregate planning
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a. True
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Q:
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a. integration
b. procurement
c. logistics
d. scheduling
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a. plan
b. source
c. make
d. deliver
Q:
_____ is the discipline of managing the flow of materials and transportation activities to ensure adequate customer service at reasonable cost.
a. Logistics
b. Scheduling
c. Procurement
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Q:
_____ specialize in handling all aspects of customers giving back a manufactured good or delivered service and requesting their money back, repairing the manufactured good and giving it to the customer, and/or invoking the service guarantee.
a. Certified suppliers
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c. Demand forecasters
d. Return facilitators
Q:
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a. manufacturer
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Q:
Which of the following is true of order amplification?
a. Order amplification in the supply chain leads to the bullwhip effect.
b. Large order sizes can help manage order amplification.
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Q:
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a. True
b. False
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a. True
b. False
Q:
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a. True
b. False
Q:
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a. True
b. False
Q:
_____ inventory is an additional amount of inventory that is kept over and above the average amount required to meet demand.
a. Seasonal
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c. Finished-goods
d. Safety stock
Q:
Which of the following statements is true of backorders?
a. They occur as a result of excessive stock.
b. They occur when a customer is unwilling to wait for an ordered item.
c. They result in additional costs.
d. They force a customer to purchase elsewhere.
Q:
In the context of ABC inventory analysis, which of the following statements is true of class A items?
a. They require close control by operations managers.
b. They comprise less than 30 percent of the total dollar usage.
c. They can be managed using automated computer systems.
d. They account for more than 50 percent of inventory items.
Q:
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a. inventory position
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d. work-in-process inventory